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Support NPI ManagerRuckus Wireless

THIS JOB HAS EXPIRED

The New Product Introduction (NPI) Manager in the Customer Support Operations will be responsible for ensuring that Customer Support is well represented in the product development lifecycle including providing design for service input, and to ensure the Field Support operation is ready to support the new products including providing a well thought out Support plan for the new products. The immediate focus will be to develop and implement Support plans for products targeting large and Carrier customers. The duties will include but not be limited to:

?Service Design input to Product Development

?Owns the Support plans for new products and ensures they meet the Support requirements of large and carrier customers

?Make ?known? bug database available to Customer Support

?Represent Customer Support in the new products? GA release process

?Negotiate with Engineering/Operations to ensure that Field Support has new products for troubleshooting purpose prior to product release

?Facilitate the transfer of new product support knowledge to Field Support and channels

?Ensure service manual is available and updated with new product support info

?Ensure Support Portal has relevant support info for new products

?Ensure the new products are covered by the Support Offering

?Other tasks as requested by the Director of Customer Support Operations

?Some travels will be required

Applicant qualifications include:

?Minimum 10 years of great track record of technical support experience for large and carrier customers in high tech industry

?Passionate about technology and customer success

?Strong analytical, negotiation, and people skills and is detail oriented

?Passionate about performing hands-on lab work

?Self studied/learnt individual with passion to research and learn new knowledge

?Strong technical background that can command instantaneous credibility with Customers and with Engineering

?Works well and effectively with cross-functional teams and has strong ability to influence for results